Customer Support Engineer

Location: Milan, Italy

Availability: 36-40 hours ( shift rotations are required) 

Is it time to advance your Customer Support career?

Take the first step of your journey with BlueRock TMS! We’re on the hunt for candidates that not only have outstanding skills and expertise, but also align with our core values:

• Bottom-up approach : we believe that our BlueRockers unique and varied perspectives bring the “Aha!” moment” to the table. We encourage various ideas and opinions in our decision-making process at all levels. We are approachable and transparent in sharing all information. 
• Laughter: we have fun while working hard to achieve our common goals. Sharing funny stories or making jokes with each other is in our DNA.
• Upbeat: together we spread positive vibes in the working environment-either online or onsite.
• Enthusiastic: we always find the passion for  what we are doing.
• Results-oriented: we strive to define the most effective path to achieve our goals and remain perseverant on the way.
• Ownership: we believe offering employees opportunities to take ownership is a win-win situation. You enjoy the satisfaction and challenge of independent projects, and we count on you to do the best thing for our business.
• Challengers: we are impressed by how BlueRockers approach challenges. They fight without fear! We see “problems” as opportunities for solutions. 
• Knowledgeable: BlueRockers are always thirsty for knowledge and constantly invest in their expertise.

BlueRock TMS – Smarter all the way

BlueRock was founded in 2013 by industry veterans with a mission to simplify logistics. We believe that our academic roots and expertise in Logistics, Data Science, and Software Development provide us with a unique perspective to identify our clients’ needs. Our innovative TMS platform integrates insights, daily operations, and continuous optimization in a singular holistic platform. We provide a cohesive software solution that eliminates fragmentation and enhances the performance of our clients’ networks.

Our fresh, intelligent, and broad offering has attracted both logistics service providers and large multi-national shippers. We encompass everything from the strategic planning to the operational execution by 16 module TMS in four functional pillars: pre planning, execution, visibility, and performance management. At the moment, we currently serve over 30 countries worldwide, with offices located in key logistic positions across the globe (The Netherlands, Germany, UK, Italy, Canada, UAE, and Singapore).

BlueRock cares strongly about contributing to a better world, we actively participate in social equality initiatives and adhere to SDG principles and goals. We also believe in the future of sustainable logistics and are committed to reducing the transportation footprint on the world. We are strongly convinced that our TMS platform will enable the reduction of CO2 emissions and traffic congestion and facilitate sustainable infrastructure in line with SDG goals nine “Build resilient infrastructure, promote inclusive and sustainable industrialisation and foster innovation” and thirteen “Climate action”.

How you will pave the way of your future with BlueRock

The Customer Support Engineer will balance the application of technical and non technical skills to deliver support at any given moment. You will develop resolutions for customer’ issues  and seamlessly manage their expectations. We count on your talent to ensure excellent customer experience and customer satisfaction. 

The role includes the following key responsibilities:

• Understand and communicate customer needs through tickets and calls 
• Investigate issues and providing effective solutions on time
• Monitor the BlueRock TMS performance and KPIs with dedicated tools and act proactively to relevant incidents
• Collect and analyse customer data to record on our ticketing systems
• Manage action plans with customers to meet due dates and SLA 
• Answer customers’ inquiries about the usage of our BlueRock TMS platform
• Proactively monitor and promote the usage of the BlueRock TMS platform with our customer base. 
• Administrative tasks such as problem analysis, general information to our customers (i.e. new releases), training
• Conduct regular stakeholder operational meetings to report on SLA performance
• Closely collaborate with our experienced and diverse international team

Necessary traits for the successful candidate are:

• Around 3 years of experience in Customer Service roles and preferably technical 2nd level support
• Proficient with ticketing systems (i.e. TopDesk, Jira)
• Familiarity with monitoring tools (i.e. Grafana)
• Interested in solving IT problems
• Outstanding written and verbal communication
• Open-mindedness, trustworthiness, curiosity, creativity and proactiveness
• High level of organizational skills, proactivity and reliability
• Analytical mind with the ability to interpret technical and functional solutions and communication competences towards internal and external customers
• Fluency in Dutch and English is required (written & spoken)

• Fluent in  other languages is a good plus
• Affinity with Logistics sector and/or SaaS products is considered a good plus
• Available for shift rotations 

Going the extra mile is embedded in our DNA.

We are currently doing hybrid work (2-3 times/week at the office-negotiable) so you can maximise your productivity. In addition, we also offer international career opportunities depending on our business growth.

As a BlueRock-er, your benefits will include but not limited to:

• Competitive compensation
• Commuting allowance
• Company devices (Macbook, iPhone with a mobile subscription, etc)
• Commuting allowance
• Employee Participation Plan
• Employee Referral Program
• An attractive relocation plan (when applicable)
• Opportunities to take initiative and gain hands-on experience. Our motto: You learn by doing
• A vibrant international working environment
• Broaden your marketing experience in Europe, North America, and the Middle East.

By having bottom-up responsibilities and self-development opportunities, you will aim for significant impact and also maximise your potential. You will find yourself comfortable in our international team with high spirits working in a result-oriented and challenging environment driven by IT changes. Last but not least, you will also have fun and more flavours are waiting for you to enjoy as part of the Bluerock TMS team!